Principals of ServiceNow vs Workday (where they overlap)

[Houston Chatham]

Hello all!

We leverage Workday and ServiceNow and curious if anyone out there has any design principals they lean on when they decide to design or activate new features and the capability exists in both systems out of box. The end goal is a good set of principals which we can run new features/capabilities up against, so that we have consistent decisions on if we leverage ServiceNow or Workday to solve.

I understand that these principals will vary for each company but just curious if anyone has some established already. I have some but keep poking holes in them, so figured I would ask the community. If you prefer not to post but are happy to share, you can email direct, hchatham@expediagroup.com. Thanks all for any thoughts you may have!

Couple of Examples which can be solved in either system out of box: 

• Document Management
• Collection of Profile Attributes (Photos, Pronouns, Bios)
• Manager Hub
• Virtual Agents / Slack Assistants

[Susan Britt]

Hi Houston,

My general rules are:

1. Think of the overall employee experience at your company and not just from their experience with HR. 
2. For data, only integrate over what is necessary for your processes and keeps you in compliance

If your organization uses ServiceNow for more than HRSD, I would lean towards ServiceNow for the Manager Hub and Virtual Agent/Slack features.  This will give your employees a more consistent, unified experience. They can go to one portal and access services and content for HR, IT, Finance, etc. From that same place they could get help from the appropriate support teams and self-help (e.g., knowledge, VA), without having to remember "oh, I need to go to Workday for that" or "if I'm wearing my employee hat, I go to ServiceNow. If I'm wearing my manager hat with this question, I need to go here".  It's all about making it easier for the employee.  You don't have to recreate all of your employee & manager self-service features from Workday in ServiceNow, but you can have Quick Links in ServiceNow that redirect them to the correct place in Workday, so it's seamless for them to find what they need.

I would keep the personal info that isn't relevant to your processes or support (e.g., profile photos, bio) in Workday. If you are managing DEI in ServiceNow, you may need more of that for your flows or reporting.

Document Management, I'd recommend keeping in Workday, if you already have it.  I'm making an assumption that you do, and you probably already have integration in place to bring documents from ATS (if not also in Workday) over when the candidate is hired.  You can still create documents as part of services within ServiceNow (e.g., Tuition Reimbursement, NDA signed during Onboarding) and send those back to Workday.  Either option does require some tedious mapping (i.e., how we will know by this document name that it should map to this worker and be classified as this type of document).